Support PolicySupport policy
Support services
amnimo Inc. provides the following support services so that customers who purchase our products can use them with confidence.
| Service | Scope | How it is provided | Hours and timeframe |
|---|---|---|---|
| Product warranty | All purchased products (within the warranty period) | Takes effect when you purchase the product | 1 to 3 years, depending on the product (free support period) |
| Technical support | Initial setup, operation, fault isolation, and more | Contact form or email | Business days, 9:00 a.m. to 12:00 p.m. and 1:00 p.m. to 5:00 p.m. JST (weekdays) |
| Firmware, manuals, and FAQ | Latest versions to download and view | Website and member pages | Available 24 hours a day |
Software maintenance periods
We support amnimo products on the assumption that customers use them over a long period.
Software support for the amnimo G, R, and X series
- Because the software is based on Ubuntu, the basic maintenance period follows Ubuntu LTS.
- For about one year after the LTS period ends, we provide maintenance for the amnimo application side.
- With Ubuntu Pro, maintenance of security updates for key software packages and infrastructure components can be extended for five years after LTS ends.
*Contact our sales team for details.
Software support for the amnimo C series
Software support for the amnimo Portable series
Cases not covered by support
Support and warranty do not cover the following cases.
- Products whose warranty period has ended
- Failures caused by modification, disassembly, or similar actions
- Use with unsupported software or operating systems
- Failures caused by natural disasters, accidents, or improper use
- Unauthorized firmware rewriting, installation of your own applications, and similar actions by the customer
How to contact us
We accept support requests through either of the following.
- Contact form
[FAQ] About our support desk (Japanese)
Support flow (overview)
- Request received (form, email, or phone)
- Review and interview
- Investigation and answer
- (If needed) Product collection or firmware update proposal
- Completion and report
Other
- Support content and periods may change without notice.
- For details, check the contract and terms that applied at the time of purchase.
Contact usProduct inquiries and documents
We can help you choose products and put together a package for your application. Consultations are free.